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Shipping & Return

Shipping & Return

 

 

SHIPPING FAQ'S

 The address on my order was entered incorrectly - can this be fixed?

 Orders placed with standard shipping can be modified or cancelled up to 30 minutes after they've been placed. They are then processed and sent to our fulfillment center. Orders placed with expedited shipping will be processed immediately and cannot be modified or cancelled. The package will ship to the address provided when submitted.Please reach out to SUBMIT A REQUEST for assistance and our team will be happy to help you with a replacement order.

 ** Please note that additional shipping charges will be applied to reship the order to a corrected address.

 WHY AM I BEING CHARGED FOR SHIPPING ON MY ORDER?

 Standard shipping is free for domestic orders of $35 or more. Shipping is calculated after any product discounts have been applied to the order.

 ARE THERE TAXES AND DUTIES CHARGED ON INTERNATIONAL ORDERS?

 All orders that ship internationally may be subject to duties and taxes.

 During checkout, you will pre-pay these charges. This helps to avoid any unexpected surprises once the package is delivered!

   I PLACED AN ORDER WITH OVERNIGHT SHIPPING AND I STILL HAVE NOT RECEIVED IT. WHERE IS MY ORDER?

   Orders processed with expedited shipping placed BEFORE 2 PM EST M-F will ship the SAME business day.

   Orders processed with expedited shipping placed AFTER 2 PM EST M-F will ship the NEXT business day.

 

WHERE ARE MY TRACKING DETAILS /PACKAGE?

  Enter your order details on our Order Tracking page to view the status of your shipment.Shipping confirmations are sent by e-mail at the end of the day after all orders have been processed. The designated carrier has to receive and scan the package before tracking will update.

 DOMESTIC ORDERS: Please allow up to 72 hours for the carrier to update their shipping records.

 NOTE: All carriers provide an estimated delivery date. Service delays, weather, as well as other conditions can impact final delivery. Please check the carrier's website using the tracking number provided.

 INTERNATIONAL ORDERS: Carrier details will be provided with the order confirmation. All orders are shipped with International Express services. Please allow up to 10 days for delivery.

 WHEN WILL MY ORDER SHIP?

 Most standard delivery orders placed before 2 PM EST M-F will ship the same day (M-F). During peak periods the order may ship the next business day.

We typically advise allowing up to 72 hours for the carrier to update their records. Don't be alarmed if the status says "Awaiting Package" or "Pre-Shipment Info Received" as this is normal.

Please allow 10 business days from the date of shipment for your package to update and be delivered before contacting support for a replacement.

Orders processed with expedited shipping placed before 2 PM EST M-F will ship the same business day*. *Please note for expedited delivery orders: UPS does not deliver on Saturday or Sunday for most orders.

All orders are batch-processed during the day. Shipping confirmations are sent during the evening on the day your order is processed for shipping.

 HOW WILL MY ORDER SHIP?

DOMESTIC SHIPPING DETAILS
Standard Shipping in the United States is FREE on orders over $35! Orders less than the $35 threshold will be charged $6.00 for standard shipping. Most orders placed before 2 PM EST will ship the same day (M-F). During peak periods the order may ship the next business day.

Expedited Shipping is available for an additional charge during the check out process. Orders placed before 2 PM EST M-F will ship the same business day*.

*On all expedited orders placed on Friday before 2 PM - UPS does not deliver on Saturday or Sunday to most locations. An overnight order would be picked up for processing Friday, however, would not deliver until Monday. An order with 2-day service would be delivered Tuesday.

SPECIAL NOTE: All orders placed to PO Boxes or APO/FPO.s are only shipped with USPS and may not be expedited.

INTERNATIONAL SHIPPING DETAILS
Mooncase offers International Shipping to most countries. Carrier details will be provided once the shipping confirmation updates.

Orders may be subject to Taxes and Duties upon arrival.

Refund policy

    We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.

To be eligible for a return, your item must be in the same condition that you  received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

To start a return, you can contact us at fosen911@gmail.com. If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

You can always contact us for any return question at fosen911@gmail.com

 Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

 Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.

Unfortunately, we cannot accept returns on sale items or gift cards.

 Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

 Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund too.